Rich Mapping and Soft Systems

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Rich Mapping and Soft Systems

• New Tools for Creating Conceptual Models

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Agenda

• Quick overview of systems thinking
• Introduction to soft systems methodology
• Some systems you know
• Rich mapping in action

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Goals

• Understand basic principles of systems
• Understand rich mapping and CATWOE as ways to
  create better conceptual models

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What is a system?

• Collection of stuff
• Dynamic, complex, interdependent relationships
• Can't be decomposed into linear processes
• Can't be separated from the environment or
  context in which they occur
• Small changes ? big effects

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What are systems?

• Economies
• Ecosystems
• Organizations
• Markets
• Projects
• Social Networks

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Do Systems Matter?

• GM closes plant in Fremont, California (1982)
• Worst quality record
• Worst labour relations
• Highest employee absenteeism and drug use
• Toyota opens Fremont plant in 1984
• Hires 80 of GMs workforce
• Outstanding quality record

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Relevance to Experience Design

• Web is an ecosystem
• Systems within the web
• eBay
• Blogosphere
• Digg, Flickr, MySpace
• Cross-channel experiences

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Thinking about Systems
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Systems Thinking
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A methodology for thinking about environments
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Human Activity Systems
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The system is the process of enquiry
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Elements of Systems Thinking

• See the system as a process of inquiry
• Find the root definitions of the problem
• Use the CATWOE framework
• Create models of purposeful activity with Rich
  Mapping

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C A T W O E

• Customers
• Actors
• Transformative Process
• Worldview
• Owners
• Environmental Constraints

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Rich Mapping
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Root definition of the system

• A householder-owned and manned system to paint a
  house, by conventional hand painting, in keeping
  with the overall decoration scheme of the
  property in order to enhance the visual
  appearance of the property.

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CATWOE

• C Homeowner
• A Homeowner
• T Unpainted House to Painted House
• W Amateur painting can enhance the house
  appearance
• O Homeowner
• E Hand painting the house

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Rich Mapping